Escalation Management Manager Jobs

Drata is building the trust layer between great companies - automating compliance, managing risk, and helping organizations prove trust continuously as they scale. We're Dratanauts: a global crew of 600+ professionals united by a culture that rewards integrity, ownership, and raising the bar, no matter where in the world we're working from. Why Join the Drata Team? At Drata, you're not maintaining legacy compliance software - you're building the agentic AI platform defining what trust looks like for the next generation of companies. Here's what makes the work itself worth showing up for: Problems without a playbook: You'll work at the edge of AI and security, building agentic governance, continuous compliance, and real-time trust verification to solve problems that don't have an established answer yet. You're writing it as you go. Real ownership, not just process: Our values center on owning outcomes and raising the bar, not checking boxes. You're expected to have opinions and back them. A seat at the table: Your perspective is unique and valued. Open debate and diverse viewpoints are built into how decisions actually get made here, at every level. Growth at rocketship speed: Drata is scaling fast, which means scope grows fast too. High performers get more ownership, visibility, and experience. A crew, not just coworkers: Dratanauts consistently describe a "come as you are" culture with sharp, curious people—the kind of team that makes hard problems genuinely fun to solve. See what they say here and follow us on LinkedIn for company news, employee stories, and career updates. Job Summary: As a Technical Support Manager at Drata, you will lead a team responsible for delivering high-quality technical support to our customers across a growing and increasingly complex platform. You’ll oversee day-to-day support operations, coach and develop technical support talent, and drive continuous improvement across processes, escalations, tooling, and customer experience. This ro

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a passionate Senior Threat Intelligence Analyst to join our growing Game Security team. This role will be responsible for identifying and analyzing potential threats to Rockstar’s Live Service titles as well as the organization at large. The successful candidate will have a strong understanding of intelligence and investigations principles, excellent analytical skills, and the ability to stay ahead of emerging threats. This is a full-time, permanent and in-office position based in Rockstar’s unique game development studio in the heart of Dundee, Scotland. WHAT WE DO The Rockstar Game Security team is responsible for protecting our players, employees, and intellectual property. We support all Rockstar titles from malicious actors and insider threats. We work closely with other teams to enforce, support, and improve security solutions. RESPONSIBILITIES Identify and prevent fraudulent or malicious behavior using open-source intelligence (OSINT), internal tools, and investigative methods. Own complex investigations, including data collection, analysis, and synthesis from multiple systems. Maintain intelligence on relevant subjects and emerging threats. Ensure consistent, high-quality investigative reporting and intelligence outputs. Support response efforts for security incidents and escalations as needed. Drive process improvements, including automation and tooling to scale investigative workflows. Develop and maintain reporting to measure program effectiveness and inform decision-mak

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a passionate Senior Threat Intelligence Analyst to join our growing Game Security team. This role will be responsible for identifying and analyzing potential threats to Rockstar’s Live Service titles as well as the organization at large. The successful candidate will have a strong understanding of intelligence and investigations principles, excellent analytical skills, and the ability to stay ahead of emerging threats. This is a full-time, in-office position based out of Rockstar’s unique game development studio in Oakville, ON. WHAT WE DO The Rockstar Game Security team is responsible for protecting our players, employees, and intellectual property. We support all Rockstar titles from malicious actors and insider threats. We work closely with other teams to enforce, support, and improve security solutions. RESPONSIBILITIES Identify and prevent fraudulent or malicious behavior using open-source intelligence (OSINT), internal tools, and investigative methods. Own complex investigations, including data collection, analysis, and synthesis from multiple systems. Maintain intelligence on relevant subjects and emerging threats. Ensure consistent, high-quality investigative reporting and intelligence outputs. Support response efforts for security incidents and escalations as needed. Drive process improvements, including automation and tooling to scale investigative workflows. Develop and maintain reporting to measure program effectiveness and inform decision-making. Stay cur

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a passionate Senior Threat Intelligence Analyst to join our growing Game Security team. This role will be responsible for identifying and analyzing potential threats to Rockstar’s Live Service titles as well as the organization at large. The successful candidate will have a strong understanding of intelligence and investigations principles, excellent analytical skills, and the ability to stay ahead of emerging threats. This is a full-time, in-office position based out of Rockstar’s new state-of-the-art game development studio in Carlsbad, CA. WHAT WE DO The Rockstar Game Security team is responsible for protecting our players, employees, and intellectual property. We support all Rockstar titles from malicious actors and insider threats. We work closely with other teams to enforce, support, and improve security solutions. RESPONSIBILITIES Identify and prevent fraudulent or malicious behavior using open-source intelligence (OSINT), internal tools, and investigative methods. Own complex investigations, including data collection, analysis, and synthesis from multiple systems. Maintain intelligence on relevant subjects and emerging threats. Ensure consistent, high-quality investigative reporting and intelligence outputs. Support response efforts for security incidents and escalations as needed. Drive process improvements, including automation and tooling to scale investigative workflows. Develop and maintain reporting to measure program effectiveness and inform decision-making. &n

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a passionate Senior Threat Intelligence Analyst to join our growing Game Security team. This role will be responsible for identifying and analyzing potential threats to Rockstar’s Live Service titles as well as the organization at large. The successful candidate will have a strong understanding of intelligence and investigations principles, excellent analytical skills, and the ability to stay ahead of emerging threats. This is a full-time, in-office position based out of Rockstar’s game development studio in Andover, MA. WHAT WE DO The Rockstar Game Security team is responsible for protecting our players, employees, and intellectual property. We support all Rockstar titles from malicious actors and insider threats. We work closely with other teams to enforce, support, and improve security solutions. RESPONSIBILITIES Identify and prevent fraudulent or malicious behavior using open-source intelligence (OSINT), internal tools, and investigative methods. Own complex investigations, including data collection, analysis, and synthesis from multiple systems. Maintain intelligence on relevant subjects and emerging threats. Ensure consistent, high-quality investigative reporting and intelligence outputs. Support response efforts for security incidents and escalations as needed. Drive process improvements, including automation and tooling to scale investigative workflows. Develop and maintain reporting to measure program effectiveness and inform decision-making. Stay current on

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a passionate Senior Threat Intelligence Analyst to join our growing Game Security team. This role will be responsible for identifying and analyzing potential threats to Rockstar’s Live Service titles as well as the organization at large. The successful candidate will have a strong understanding of intelligence and investigations principles, excellent analytical skills, and the ability to stay ahead of emerging threats. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. WHAT WE DO The Rockstar Game Security team is responsible for protecting our players, employees, and intellectual property. We support all Rockstar titles from malicious actors and insider threats. We work closely with other teams to enforce, support, and improve security solutions. RESPONSIBILITIES Identify and prevent fraudulent or malicious behavior using open-source intelligence (OSINT), internal tools, and investigative methods. Own complex investigations, including data collection, analysis, and synthesis from multiple systems. Maintain intelligence on relevant subjects and emerging threats. Ensure consistent, high-quality investigative reporting and intelligence outputs. Support response efforts for security incidents and escalations as needed. Drive process improvements, including automation and tooling to scale investigative workflows. Develop and maintain reporting to measure program effectiveness and inform decision-making. Stay curren

About Anyscale At Anyscale , we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray , a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI , Uber , Spotify , Instacart , Cruise , and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world. With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert. Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date. About the role The Customer Engineer will play a crucial role in the customers’ post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption. Anyscale is an ever evolving platform and hence will require close co-ordination with our engineering teams to debug complex issues. This is an exciting role for those who are technically curious and passionate about ML/AI, LLM, vLLM and the role of AI in next generation applications. It’s an opportunity to make a significant impact in a collaborative, fast-paced environment while building a new segment in this space. In this role, you’ll be able to Resolve customer issues and help in their successful adoption of Anyscale platform Be a technical advisor, and internal champion for our key customers Own customer issues end-to-end, from troubleshooting, triaging, escalations and eventual resolution Participate in our follow-the-sun customer support model to ensure continuity in resolving high priority tickets Keep track of open customer bugs and feature requests to influence prioritization and provide timely customer updates upon resolution Contribute towards improvement of internal tools an

About Anyscale At Anyscale , we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray , a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI , Uber , Spotify , Instacart , Cruise , and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world. With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert. Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date. About the role The Customer Engineer will play a crucial role in the customers’ post-sale journey - helping them to onboard, adopt and grow on Anyscale, troubleshooting and resolving open customer tickets and driving consumption. Anyscale is an ever evolving platform and hence will require close co-ordination with our engineering teams to debug complex issues. This is an exciting role for those who are technically curious and passionate about ML/AI, LLM, vLLM and the role of AI in next generation applications. It’s an opportunity to make a significant impact in a collaborative, fast-paced environment while building a new segment in this space. In this role, you’ll be able to Resolve customer issues and help in their successful adoption of Anyscale platform Be a technical advisor, and internal champion for our key customers Own customer issues end-to-end, from troubleshooting, triaging, escalations and eventual resolution Participate in our follow-the-sun customer support model to ensure continuity in resolving high priority tickets Keep track of open customer bugs and feature requests to influence prioritization and provide timely customer updates upon resolution Contribute towards improvement of internal tools an

Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading. About the team + role We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards! Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for All! We are expanding our core customer experience team adding new executive office and social representatives. These team members play a critical role in the customer experience supporting escalated and high visibility cases. As a Customer Experience Escalations Specialist, you will investigate and resolve sensitive customer cases that require advanced problem-solving, sound judgment, and strong communication. You’ll collaborate with cross-functional partners to ensure timely resolution of complex issues while protecting the customer experience and the Robinhood brand. Within this role, Executive Office team members focus on escalations and formal complaints originating from leadership, regulatory inquiries, or other high-risk channels. We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence. This role is based in our Denver, CO or Westlake, TX office(s), with in-person attendance expected at least 5 days per week. The team operates seven da

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As a Senior Hardware Design Engineer on the Datastore team, you will architect and launch our next-generation, high-performance solid-state storage solutions from concept to global mass production. Collaborating closely with cross-functional architecture, thermal, and joint development manufacturing (JDM) teams, you will pioneer high-speed hardware that directly reduces total cost of ownership (TCO) and energy consumption for our global customers. Your engineering leadership will fundamentally reshape data storage efficiency, transforming cutting-edge high-speed interfaces into reliable, market-ready enterprise products. WHAT YOU'LL DO Own End-to-End Productization: Lead SSD hardware design activities—including schematic design, component selection, and layout reviews—to successfully transition next-generation storage solutions from initial architecture through to mass production. Drive System Interoperability: Design and execute cross-platform interoperability testing across complex server/storage systems and SSDs to ensure seamless integration and industry-leading reliability. Resolve Complex System Trade-offs: Evaluate and optimize critical system-level tradeoffs across mechanical, thermal, power, and signal integrity (SI) parameters to maximize hardware efficiency. Spearhead Root Cause Analysis: Diagnose and resolve complex hardware issues and field escalations by collaborating with diagnostics engineers and e

About Ubiquiti At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity. The Role We are looking for a technically curious and customer-focused Rapid Response Support Specialist to join our Site Support team. In this role, you will serve as a first point of technical triage for incoming support calls, helping customers quickly establish impact, gather critical information, and determine the most efficient path toward resolution. This role is not solely focused on resolving every issue during the initial interaction. Instead, you will be responsible for identifying the severity of each issue, collecting high-value technical details, resolving straightforward issues when possible, and ensuring that more complex cases are escalated with the right context for the assigned engineer. You will play a critical role in improving the customer experience by setting clear expectations, reducing back-and-forth, and ensuring that escalated cases contain the information needed for efficient troubleshooting. The ideal candidate is calm under pressure, technically sharp, highly organized, and able to communicate clearly with both customers and internal teams. What You’ll Do Triage incoming support calls, callback requests, and follow-ups based on urgency, customer impact, and support eligibility Assess issue severity, identify urgent or business-critical issues, and route cases to the appropriate engineer or escalatio

A Career with Point72's Technology Team As Point72 reimagines the future of investing, our Technology team is constantly evolving our firm’s IT infrastructure and engineering capabilities, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts who experiment and work to discover new ways to harness open-source solutions, modern cloud architectures, and sophisticated Artificial Intelligence (AI) solutions, while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications. As a member of Point72’s Technology team, we encourage and support your professional development from day one—helping you advance your technical skills, contribute innovative ideas, and satisfy your own intellectual curiosity—all while delivering real business impact for our multi-billion-dollar global business. WHAT YOU'LL DO Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resoluti

About Us Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X , and discover the projects we’re solving on our Blog . Be sure to explore our Interviewing Guide to learn how to ace our interview process. About the Role Twitch is looking for a passionate, high energy addition to our Trust & Safety team. Our Trust & Safety Analysts are at the core of enabling Twitch to be a welcoming and safe place for people to build communities. This role will particularly focus on supporting the vibrant and fantastic communities on Twitch by keeping them safe from online harms. Alongside other Analysts around the world, you’ll be an essential element of Trust and Safety’s efforts to foster a thriving, creative Twitch. We look for effective written and verbal communication skills, professionalism, initiative, and sound decision-making in all Trust & Safety candidates. You can work in Sydney, Australia. You Will: Assess and take appropriate action on user reports of Twitch policy violations promptly and effectively Prioritize swift action on sensitive community issues, including child safety, terrorism and violent extremism, and off service behaviors Review and assess sensitive content, including graphic, violent, or disturbing imagery and video as part of investigations, enforcement actions, and third-party engagements, with access to wellness resources and support Review and respond to internal and external escalations Participate in shift rotation for some weekends and holidays Maintain exper

Who We Are Notion is the collaborative AI workspace where teams and agents think together . We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. About the Role: As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners. You'll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop. This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies. As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience. What You'll Achieve: Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack. Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions. Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience. Proactively identify areas for improvem

OKX will be prioritising applicants who have a current right to work in Singapore, and do not require OKX's sponsorship of a visa. Who We Are At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. About The Opportunity OKX runs one of the largest crypto exchange businesses in the world. Our institutional banking relationships are central to the next phase of growth. We are hiring a senior banker in Singapore to own the global bank relationship book under a single point of accountability, reporting to the Global Head of Strategic Partnerships . This person is the institutional face of OKX to global banks, and the institutional face of global banks inside OKX. What You’ll Be Doing Own the global bank relationship book as a portfolio. Execute relationship strategy account by account across G-SIBs, and regional banks for the full operating and custody bank stack across all OKX regions . Sequence partnership asks, manage escalations, source new partners, and own the executive ladder at each institution. Serve as HQ's senior banking voice. When the founder, Singapore C-Suite, or Global Head of Strategic Partnerships and his Financial Institutions Busi